Custify Reviews

Love it! Quality improvements needed.

Comments: We are very happy overall!

Pros:

Custify is extremely fit for purpose and seemingly the only "lightweight" CS tool out there. It has everything you need for your daily business as a CS-Manager and does things well overall. - It's pretty easy to implement- It's very easy to use- It has alle necessary features; especially health scoring is a charm

Cons:

You notice how young the company is by counting minor bugs. Nothing severe. But plentiful enough to be annoying from time to time.

Great tool to streamline CS processes and measure customer health

Comments: Our overall experience has been very positive. The platform is extremely flexible and there rarely is a case of "not possible". I'd say the system needs someone tech savvy enough with time to dedicate to setting it up and maintaining / updating it on a regular basis in order to make the most of it. But if you do have that, it is a very impactful system to have!

Pros:

Long list of integrations covering most of the systems we're working with. Very flexible to adapt to existing processes and make them more efficient with playbooks/ lifecycles. The Health Score feature has been a massive value add for us and it's flexible enough to support our outcome based customer health scoring which is quite complex. Can't fault the support we have received from [sensitive content hidden] and the team! Super responsive and always happy to answer questions, offer advice and come up with workarounds if needed. We have also seen many of our feature and improvement requests/ suggestions materialise which is fantastic. The recent updates to the task manager have been a game changer and the team at Custify is working hard on providing regular quality of life improvements!

Cons:

Technical implementation has required a lot of effort on our end. Complexity of the system means it takes quite a long time to really become proficient with all the features. The administration of the system is quite time consuming, but this is also due to the fact that we're using it a lot and try to get the most from the system.

Great customer management platform

Comments: Overall a really good system, does a lot of things all in one place and new features are being developed consistently. Great support team when needed.

Pros:

Lots of great features such as health scores and playbooks to save time

Cons:

Sometimes we have issues with emails not sending / delayed sends

Descent product, makes NPS collection easy

Pros:

NPS collection feature. Customer Support.

Cons:

Occasional bug encounter, and the logic for setting up cohorts and surveys and playbooks is a bit hard to follow.

Reduce Churn and keep customers happy with Custify

Comments: It's a lovely experience to work with Custify. It's clear what you need to do in the tool and their support and customer success is incredible.

Pros:

That the results are directly visible. We have implemented Custify and we immediately saw that customer success managers had more time to spend on strategic calls with customers instead of spending a lot of time on admin things. Next to that we are able to spot churn risks way earlier which resulted in negative churn after 6 months with Custify.

Cons:

There is nothing in particular but one thing that they can do a bit better is the view. It looks very dry but that is not an issue as the product just does what it promises. Rather have a product that looks older but works then the other way around.

A great tool with surprising depth and prolific product development

Comments: Overall, I'm pleased. I get really important insights from custify which I have come to rely on. I believe in their product development efforts as a company - they are so prolific and the scope of features they are releasing regularly really blows me away. I will be sticking around to work through getting my team more fully adopted and working through the other kinks.

Pros:

I really do love Custify. It's a tool with great depth of functionality and it's fairly consistent across it's platform. I really enjoy the level of configuration you have in the tool and more so, the ease of filtering, tagging, segmenting, developing health scores,integration etc. I have very limited access to our tech team and so they did only the minimal integration between our product and custify. [When I consider some of our issues with adoption, it's likely due to how the integration was architected and tradeoffs we made.]. Given that, I set up everything else. I really rely on the insights that I can get about customers' use of our system and the alerting it does for us regarding when usage dips or increases. Playbooks are really helpful and user friendly.

Cons:

The UI - it's hard to make sense of everything. I don't enjoy how the UI is organized on the company 360 with each type of record ordered by group. I would prefer to be able to switch to see a time-based view. Additionally, as we add to the metrics we watch for customers, it will need some revisiting bc the right hand column gets very long. I've had a hard time getting CSMs to fully transition to using Custify - this is due to an integration issue between Hubspot, our product and Custify related to having users that can be users of multiple customers' sites. Lastly, we have uncovered some issues that have made the finance reports unusable for us.

Overall great experience and great product

Comments: Overall, this has been excellent. I really get a lot out of using the platform overall.

Pros:

I particularly love using the health scores to anaylse my client's health and see which ones may be at risk. This is such a strong indicator for us. They are also very customisable depending on your product which is great. The support at Custify is excellent. Issues are addressed quickly and they really seem to take client feedback on board.

Cons:

I find that the email modal is probably the bit I like the least. This has improved a lot but there are still a couple of issues with the UI, and with emails becoming stuck in pending.

Custify Review

Comments: Great team, mostly available when needed. Support is via Slack which can be good or bad. Ideally there would be a way to convert a Slack request to a ticket so it did not get lost (on either end).

Pros:

Ability to consolidate events from all users at parent company level and then build dashboards such as DAU, MAU, Utilization, and more. We even collect events for certain operations that have failed and are able to add companies to a segment that our support team then works through to resolve the issues. In some cases we reach out to the customer before they even knew they had a problem.

Cons:

Metrics and dashboards are not updated in real time, they are updated on schedules. If I'm building a dashboard and hit 'save' it sometimes takes 10 minutes or more for it to populate.

Custify has been a gamechanger for us

Comments: Custify has been a gamechanger for us. We're on track to reduce churn by 45% in our first year and Custify has played a major part in this. The team are brilliant, we're well supported and Custify has been a huge success for us.

Pros:

We implemented Custify moving from our old system of managing customer data in Hubspot and spreadsheets. Custify has a great integration with Hubspot, and other tools we use including G-Suite, Pendo and our helpdesk solution. It's got a great UI, which has helped CSM adoption and is very configurable and powerful. It's automation, AI, task management and lifecycle features are all really good.

Cons:

The way Custify handles recurring and non-recurring revenue is improving all the time. It's OK today, and I'm looking forward to more improvements that will take this to the top tier. Since we implemented there have already been a number of enhancements delivered which is very positive.

Custify, a company for CSMs by CSMs

Pros:

My team and I use Custify for our growing team to manage customers, engage with them more intentionally, and to keep track of tasks and playbooks. Custify has been an invaluable tool in our team's growth, and has allowed us to be consistent and efficient in our department practices. In my experience, you start using features that you can with this product for launch and over time you continue to adopt more features as you grow your own admin awareness. Each step along the way has been valuable thus far. Custify has been very helpful as far as their own Customer Success team goes. They use multiple channels to ensure consistent communication, and offer many learning opportunities like regular webinars. Finally, Custify is always making improvements to their product and letting their customer-base know about these changes. I enjoy these functionality updates, and oftentimes they're exactly updates that I had in mind as a daily user of their site. Custify prioritizes their customer experience and it's felt by me!

Cons:

It would be great if there was an easier way to share knowledge about Custify with teammates. As an admin, I sometimes feel my site knowledge is siloed in me and I need to document processes outside of Custify to make them repeatable for other teammates. This can make it more difficult for team members to adopt the product or use it to its full functionality. It may be valuable to build that documentation/knowledge sharing capability into the product itself.

A great tool I highly recommend

Comments: Overall a great experience which has improved our daily operations and customer overview. We are excited to continue using it to gain more business intelligence about our customers' behaviours over time.

Pros:

Custify has a simple interface and does almost everything we need it to - most especially quick overviews of customer health and automating tasks which were previously very manual.

Cons:

Custify still has a long way to go when it comes to tracking activity and dashboards/analytics, and was a little challenging to implement.

Great tool for any organisation

Comments: We use Custify everyday and its a great tool to have as it alerts us and provides an excellent experience for customers.

Pros:

We can create flows to engage with customers and be proactive in our communication.

Cons:

Sometimes we had to deep dive on how we can create certain conditions which are not ideal and requires assistance with the team and they are great in responding and resolving the issue.

Powerful and Intuitive Customer Management Software

Comments: Overall, Custify has been instrumental in enabling our company to handle our growing customer base with ease, and streamlining our CS, Marketing, and Sales efforts. Its intuitive design and powerful features make it a valuable addition to any customer management toolkit.

Pros:

Centralizes customer data for easy access and managementEfficiently automates tasks and measures account manager performanceEnables small teams to manage large numbers of clients without compromising customer experience

Cons:

Lack of helpful product documentation materials. However, Customer Success Manager (CSM) is readily available and responsive.

very useful tool

Comments: Our product adoption, upsells and cross-sells have increased once we implemented the workflows, and we're starting to see a reduction in churn as well. Great software - highly recommend it.

Pros:

The flexible workflows you can customize by customer segment and the automation. Also the fact you see multiple health scores, not to mention health trends, on one screen. The task manager that helps you manage your team and keep them focused on the goal.

Cons:

No real cons, except an internal one, and that is that we didn't plan enough time to study all the features right from the start. The software is very easy to use, but it's more powerful than it might seem at first. Schedule time with your team to play with it before you get started and make use of their free onboarding support.

UX and thorough CS features are what convinced us to use Custify

Comments: Since we started using Custify, we have managed to get more clients to stay with us and they are more satisfied with what they get. We can set health scores based on pricing plans, set alerts and solve any issue faster. It’s been wonderful to have a lot of day-to-day tasks taken off our plate due to Custify’s automation features and clear reports.

Pros:

By far the best feature of this tool is the customer 360 view. You get every piece of information on a client, in front of your eyes. No more going through different software, making them hold the line or taking forever to find a problem. Everything’s there and what we’ve noticed is how much less time the CSMs and support staff spend with each client now.

Cons:

I can’t think of anything that I dislike. I just wish we had this software sooner.

I don't think there is a better software for customer succes.

Comments: Our whole team works much better together since we started using Custify- the churn has dropped to its lowest point ever and the upsell rate is climbing. Numbers don’t lie: this is the best customer success software on the market.

Pros:

I can view all of them or segment health scores at once. I can set alerts based on specific scores for certain segments and I know exactly if there is an issue. The 360 customer view allows me to have an overview of how a client is using our app and I can even track NPS for each individual feature. If you configure it right, you can see what a client wants, what he’s doing and where his usage is going in one glance.

Cons:

There’s a new design and this has some small visual bugs occasionally. Nothing major.

Not a marketing tool but we do get a lot of insights out of it

Comments: In the last 6 months, we have experienced a lot of growth, and because of Custify we could manage a larger number of customers with a small team without jeopardizing the customer experience. It helped us streamline our internal processes between CS and Marketing/Sales efforts.

Pros:

- Customer data in one place - Manage and automate tasks properly. - Measuring general and in-depth account manager performance. - Manage a large number clients with a small team

Cons:

I wish there were more helpful product documentation materials so that whenever we have a question to first go and check the docs rather than talk to our CSM. Nevertheless, our CSM, Irina, is there for us everytime we need her and her response time is super fast. It is nice to know that whenever you have a problem, somebody will treat it with a high priority and try to solve it fast.

Helpful staff and excellent onboarding

Comments: So far it’s been great. We love the software and their support staff. Our team no longer wastes time checking multiple tools and we quickly see if any customer is at risk of churn. We recommend Custify to anyone looking for a CS solution that can do more.

Pros:

We have multiple pricing plans and each customer’s value differs by number of users and features needed. So a software to track and assign custom health scores across each customer was essential. Custify helps us solve this. Plus we get all customer info in one place from across all tools. This saves everyone time especially in calls with that client. Implementation was also easy with their help.

Cons:

No one report or dashboard to see all stats in one place

The Custify app and support has been great

Comments: I would say that overall this is a great software to use for Support teams. Personally, I feel like it helps me be more proactive and it helps me identify clients with issues faster. My clients are happier with how fast I can assist them and that can be seen in the low customer churn.

Pros:

The tasks that in the past I used to get done by going to a bunch of different people to get the information from, are now done automatically overnight. I see my clients’ history of payments, past issues and chat and this allows me to solve any issue that they have so much faster than I’ve ever been able to. The clients are happy with the time that it takes me to solve their issues and that shows in the low churn.

Cons:

When the software was implemented, getting used to it took me a little while, but the Custify team was very helpful.

Very good CS tool that’s also easy to use

Comments: Great experience and a real benefit across our CS and support departments. We get a clear picture of where our users are in the onboarding process, we see everything related to that user in one section, and we know who to focus our efforts on.

Pros:

Easy and simple to use product. The Custify support team is amazing. Philipp did a great job onboarding everyone and helping us make some changes to segments and health scores. The segmentation and tasks functions are the features I focus most on. They keep our schedule clear and on track.

Cons:

Setting up all the KPIs and health scores was a hassle at first. This was due to the fact we focus on so many things that it seemed we didn't have a clear objective. The dashboard is missing a lot. A way to have an overall look would really help.

Quality CS tool every saas should implement

Comments: So far it’s been a real help. Our CS team has their health scores set up with alerts so they basically get an early warning system of when they need to step in. Onboarding has improved significatively as well as calls / CSM / day. Since they don’t waste time in multiple reports through various tools, they can call about 20% more. Bottom line, it’s been a real benefit for us

Pros:

User segmentation and automated outreach. These were the features that sold us on Custify. KPI tracking per user plan and automated outreach based on this criteria is what we needed and Custify delivered. Their support team helped us get started and explained everything.

Cons:

No major issues. I don’t think the UI is the best and the setup process can take long. In our case we had multiple integrations so that slowed things

Great CS solution for any mid size SaaS

Comments: I would say that this software is the best product that I have worked with in a SaaS. It’s like having a magic wand when dealing with clients: I know exactly what their problem is, I can see their payment history, chat history, past problems and how they interact with our product. It helps me do my job much faster and our clients are satisfied with us.

Pros:

Task setting and alerts are a great way to get things done much faster and to save time. We integrated a lot of our stack and now the customer 360 view is like a hub where you can find every information on any client, without going through a multitude of programs.

Cons:

It would be great to not need the Custify team for some complex reports we need to export. But they are working on a new feature for this.

Custify solves our team sync issues

Comments: Great experience with their support and onboarding staff. The documentation and attention to detail is top notch. It saves so much time across our staff. We see trends and much better reports than in the past.

Pros:

Our teams needed a way to get access to the same client info from multiple tools. We used to have sheets and tool reports. Finding the client history would sometimes take a long time. With Custify we have everything in the customer 360 view from most of our tools. The team can also segment and set alerts based on certain KPIs derived from these integrations.

Cons:

Some bugs show up once in a while with reports or health scores. Nothing major but annoying if you need something in the actual moment.

Easy integration, great value

Comments: These guys know what they're doing. They're complete professionals. Will save both your developers and your CS team a lot of time.

Pros:

Just finished the concierge onboarding. These guys did EVERYTHING to make sure I'm well set up, everything is integrated, and gave me some great ideas to make sure I get better results. We have a small company and I wear many hats so getting this help is great.

Cons:

I'm just getting started, so ask me again in a few weeks, but if I had an issue, I'd probably just reach out to the company. They've been very welcoming to questions.

A CS tool for the daily user

Comments: Awesome experience with their team. We always get a quick reply when reaching out. The tool has really evolved in the past year and with our growing user base it really saves our team time and help us scale.

Pros:

One of those tools that now feels essential in day to day work. Custify helps me stay on top of poor health accounts that are at risk of churn and need to be contacted. It also saves me a lot of time in reporting on a particular segment of users. I no longer need developer or management help for getting segmented data -now we keep track of clients’ health scores and get real time notifications when they reach the point of an upsell.

Cons:

No detailed documentation like a kb with features. Also some emails with these reports would help.